Colonial Home Warranty Complaint

Services/Warranty - Independence Plan

I bought home warranty from Colonial Home Warranty about 2 months ago and now my AC unit broke down. I called into claim dept and was told to wait for a review. After 3 days, i haven't heard from them so i called into the claim dept again and was told they denied my claim due to not having prior maintenance record and would not allow me to speak to authorization department or personnel. When i first discussing a quote with a sales agent, he said i won't need any prior maintenance record since i just bought a house and now they denied me for this reason.
Since i'm only been to this new house for two months, the only record i have is the appraisal and walkthrough inspection sign off.
I felt Colonial Home Warranty is tricking me to buy a policy and not honoring their promises. What's the purpose of buy a home warranty and getting denied after you paid for it and now they're not fullfiling their obligation on their end.
I'm sure there are more people like me facing this same situation and i hope they read all reviews related to Colonial Home Warranty prior to sign a contract with them. The company is puttng their reputation at risk and all they care is getting more contracts signed and collecting money. This business model won't last for long.

Comments

Coverage on this customer's property went into effect on 9/26/2010. We reviewed a recorded sales conversation and there was no mention or discussion of maintenance on that call. Our full terms and conditions are mailed to the customer’s home within a few days of purchase, they are available online as well for anyone to review at www.colonialhomewarranty.com/useragreement.html.

The claim was entered on 10/1/2010 and was assigned to a technician on the spot. The technician reported that the compressor burnt out and the unit is only 7 years old. This was also reported to be the second unit in the home.

A representative spoke to the customer and requested maintenance records shortly after the diagnosis came in. The customer stated that he recently purchased the home and has no records. The representative asked for the home inspection report and was told by the customer that he never had the home inspected.

The customer purchased this home from a foreclosure sale on 9/1/2010. Public records show that this home was repossessed from the prior owner on 6/29/2010. The customer did not perform any maintenance nor was he able to obtain maintenance records from the prior owner. The customer did not have this home inspected by a licensed contractor stating the condition of the systems in the home. The only documentation the customer provided was a Home Appraisal report and a Real Estate walk through. The home appraisal report performed on 7/28/2010 only notes the presence of a central A/C system and that they assume no concealed damage exists. This is by no means a comprehensive assessment of systems in the home. The Real Estate walk through was administered and signed off by the customer on 8/23/2010, not under the supervision of a licensed home inspector or technician. The walk through also states Sold As Is which was handwritten in by the customer.

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